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Web Maintenance

Whether you need Maintenance infrequently or something more hands-on Green Egg Media offers various plans to suit your needs.

Choose The Perfect Plan For Your Site

  • Basic
  • $350/month
  • 1 Monthly Request
  • 1 Concurrent Request
  • 72 Hours Guaranteed First Response
  • 72 Hours Guaranteed Completion
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  • Standard
  • $550/month
  • 2 Monthly Requests
  • 1 Concurrent Request
  • 48 Hours Guaranteed First Response
  • 72 Hours Guaranteed Completion
  • -
  • Professional
  • $4,000/month
  • 10 Monthly Requests
  • 2 Concurrent Request
  • 2 Priority Requests
  • 24 Hours Guaranteed First Response
  • 36 Hours Guaranteed Completion
  • Includes Basic Hosting
  • Phone Requests allowed
  • Includes Graphic Design
  • Includes Custom Code
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  • Power User
  • $7,500/month
  • Unlimited Monthly Requests
  • 2 Concurrent Request
  • 4 Priority Requests
  • 24 Hours Guaranteed First Response
  • 24 Hours Guaranteed Completion
  • Includes Basic Hosting
  • Phone Requests allowed
  • Includes Graphic Design
  • Includes Custom Code
  • -
  • Contact Us
  • Unlimited
  • $9,999/month
  • Unlimited Monthly Requests
  • 3 Concurrent Request
  • Unlimited Priority Requests
  • Same Day* Guaranteed First Response
  • Same Day* Guaranteed Completion
  • Includes Basic Hosting
  • Phone Requests allowed
  • Includes Graphic Design
  • Includes Custom Code
  • -
  • Contact Us

Frequently Asked Questions

Because We Unfortunately Can't Always Be With You to Answer Your Questions

If you still have additional Questions that our FAQ couldn't answer,

What is a request?

A request is defined as a single submission of closely related customer needs that Green Egg Media estimates a single developer can complete in half a day or less. If it is determined that a request is likely to require more than half a day, the initial request will be rejected and you will need to split it into two or more smaller requests and re-submit.

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Can I lump multiple things into a single request?

It depends. For instance a valid reqeust could be, "add these 30 photos to the photo gallery, update the 5 photos that are on the homepage, and add this text to a new page using the general template." Since these are all basic content changes to the same website, they can be considered a single request. An example of an invalid request, though, would be, "install this new third-party meeting scheduler Javascript, create a new page type for a user profile, and add a blog to the site." These are three discrete items that would each require their own request. (In any case, as a joint request, this would take more than a half day.)

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I submitted a request, but have changed my mind. What can I do?

As long as we have not acknowledged your request, you can always cancel your request and submit a new one; however, once we have acknowledged your request and assigned a developer, you request cannot be cancelled or changed. You can tell us to stop work; however, the request will still be deemed used. Once work has stopped on a request, it cannot be restarted without submitting a new request.

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What if I submit a request at the end of the month?

That's fine. Requests are considered made in the month that they are submitted, whether or not they are delivered in the same month. That said, the "concurrent requests" limit (see below) still applies, regardless of which month the request was made.

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What if my request ends up taking longer than a half day?

You will never have to pay overages or be forced to upgrade to a higher service plan if we improperly estimate the size of your request. If we accept your request, we will complete it.

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What is a concurrent request?

Concurrent requests are the number of requests that can be active in our system at any given time. For instance, on our Standard plan, while you have up to two requests per month, you must wait for your first request to be complete before you can submit your second request.

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What is a priority request?

A priority request is any request which needs urgent attention. A priority request must be explicitly marked as a priority request when it is submitted. Priority requests will be moved immediately to the front of our team's queue and will receive same day first-response and same day completion when submitted before 10 a.m. Pacific time on working days. If submitted after that time, a 24-hour window will apply.

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What if I have already used my allotted priority requests for the month and I have an urgent issue?

If you find that the number of priority requests that you have available to you are not sufficient to meet your needs, you will need to upgrade to a higher level maintenance plan.

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What does “guaranteed first response” mean?

The guaranteed first response time is our promise to you to acknowledge receipt of your request and assign it to one of our developers. Please note that this guarantee applies only to working days, not to weekends or official company holidays.

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What does “guaranteed completion” mean?

The guaranteed completion time is our promise to you to complete your request within a certain amount of time after first-response or, in the case of missing information, after we receive everything we need from you to make progress. We will always notify you in a timely manner if we need something from you in order to continue making progress on your request. Please note that this guarantee applies only to working days, not to weekends or official company holidays.

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Can you give some examples of your performance guarantees?

Example 1: You are on our Advanced plan and you submit a request at 9:30 a.m. on a Monday. Even though we have until 9:30 a.m. on Wednesday to acknowledge your request and assign it to a developer, we actually provide first-response at 3:30 p.m. on Tuesday. We begin working on your request and have until 3:30 p.m. on Thursday to deliver it to you.

Example 2: You are on our Professional Plan and you submit a request to us at 1 p.m. on Friday. We have until 1 p.m. on Monday to acknowledge your request and assign it to our developers; however, we acknowledge it at 8 a.m. on Monday. We begin working on your request, and have until 8 p.m. on Tuesday to complete it.

Example 3: You are on our Power User Plan and you submit a priority request at 9 a.m. on Wednesday. We acknowledge your request and assign it to a developer the same day at 10 a.m. and deliver it at 7 p.m. the same day.

Example 4: You are on our Standard Plan and you submit a request at 4 p.m. on Saturday. We have until 11:59 p.m. on Tuesday to acknowledge your request and assign it to a developer; however, at 2 p.m. on Monday we acknowledge your request and let you know that we need some more information from you to complete it. You provide the information we have requested at 4 p.m. on Tuesday. We begin working on your request and deliver it by 4 p.m. on Friday.

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What if Green Egg Media doesn’t deliver on its guarantees?

In the event that you believe we have not met our performance guarantees, you must send an e-mail to guarantee@greeneggmedia.com with details about the service failure. In the event that there has been an actual failure to meet our guarantee, we will credit your account a pro-rated hourly amount for each hour that elapses from time of your e-mail report until we have delivered your work. Please contact us for more details.

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What if I am not satisfied with the work that Green Egg Media delivers on a request?

We operate our business under the assumption that we can trust our clients and that they can trust us. We act in good faith and make every effort to deliver high quality work that meets the needs of our clients. At times, this means that we may ask to schedule a phone call to discuss your needs in greater detail before we begin work. In the unlikely event, though, that we deliver work that falls short of your expectations, you will be required to submit a new request for any additional changes that you require.

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What is graphic design?

Graphic design includes any work that requires the use of Photoshop, Illustrator, Sketch, or other similar graphic design tools. Mocking up a new logo or a new page type would be examples of graphic design. Graphic design is included on Professional plans and above.

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What is custom code?

Custom code is any back-end code that needs to be written in order to complete a request. This could include PHP, Python, Shell scripting, Ruby, Javascript, or other similar languages. On the front-end, installation of open source Javascript libraries can be requested, but if custom front-end Javascript is required, that is considered custom code. Custom code is included on Professional plans and above.

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What about our hosting costs?

Basic hosting is included in our Advanced plan and above. Basic hosting is sufficient for about 75% of our clients and includes the hosting of a single domain name on Green Egg Media's private servers. On our Basic and Standard plans, basic hosting will be provided for an additional charge, and this charge will appear as a separate line item on your invoices. For those clients that have more robust hosting requirements, hosting charges will always be a separate line item on your invoices. All clients whose needs exceed the capacity of our basic service will be notified in advance of any charges.

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How are bugs handled on the maintenance plans?

We no longer make any distinction between bugs, updates, or features. With these streamlined maintenance plans, all work requires a request.

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How should our requests be submitted?

All requests must be submitted through our official submission request web application. Customers on our Professional plan and above may also submit a request by phone, if they prefer. Requests submitted in any other manner are not permitted and will not qualify for our service guarantees.

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Do my unused requests or priority request allowances roll over to future months?

No. At the end of each month any unused request credits or priority request allowances will expire.

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Can I upgrade or downgrade my plan?

You may upgrade your plan at any time. You may choose to upgrade immediately, in which case you would be billed for the full difference between your original plan price and the new plan price, regardless of when during the month you upgrade. You may also choose to have your upgrade apply effective on the first day of the following month, in which case you will remain on your current plan until the upgrade takes effect. Customers on our Professional plan or below may downgrade; however, downgrades will always be effective on the first day of the following month.

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Are there any commitments?

Our Professional plan and below do not require any commitments; however, no refunds or credits are available for unused requests each month, so if you want to cancel, you must do so before the end of your last month of service. Our Power User and Unlimited plans do require a minimum commitment of 12 months, and may not be canceled or downgraded during that term.

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I just have a quick question about my site. Must I submit a request to have a question answered?

We welcome your general questions at any time and we do not require that you use a "request" to have such questions answered. Regardless of which plan size you choose, you will never be billed for the time we spend answering general questions by e-mail or by phone. In cases where your question is not of a general nature and requires analysis of your website code, database, or third-party systems, we may require that you submit a request. If our answer to your question leads to a request, we still require that you submit a formal request through the official channels. Please note that while we make every effort to be timely in our correspondence, our performance guarantees apply only to requests, and not to questions.

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How will I pay for my plan?

For your convenience, payment for our Professional plan and below will be automatically applied to a credit card at the beginning of each service month. Please contact us to discuss payment arrangements for our Power User and Unlimited plans.

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I have a question that hasn’t been answered yet. What should I do?

Please contact us at service@greeneggmedia.com with any additional questions that you have about our monthly maintenance service.

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Client Love for Green Egg Media
GEM worked closely with DSPT to design and administer a User Testing program to ensure that the site was easy to navigate and that people would be able to find everything they were looking for on the website. Dominican School of Philosophy and Theology
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Take a Look at Our Other Services

Green Egg Media has something for everyone. Maybe even more than something. Take a look at our other services to see what else we can do to meet your project’s needs.

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